About the RoleAs the Regional Technical Channel and UX Help Center Program Manager, you will be at the forefront of delivering exceptional technical solutions that drive customer satisfaction and enhance the user experience across LatAm. This role serves as the keystone for channel and UX Help Center operations, ensuring that all technical aspects meet rigorous standards of quality and compliance.
This position plays a pivotal role in ensuring the efficient operation of technical supply, design, and solutions within the regional scope.
What You'll DoBasic Qualifications- Immediate availability to work in Costa Rica
- English proficiency: Minimum B2
- 3 years of experience working with Contact Centers and channel implementation like IVR; Chat; Help Center.
- 3 years of experience in technical project and program management, with a focus on customer channels and user experience.
- Strong knowledge of technical solutions, UX design, Gen AI, and channel management.
- Excellent problem-solving and analytical skills.
- Great communication and interpersonal skills.
- Ability to work independently and multi-functionally in a team.
- Solid project management skills
- Good interpersonal skills
- Positive attitude and resilience
- Obsession for delivering great customer experience
- Strong problem-solving, analytical, and critical thinking skills
- Strong partner management skills and ability to handle pushbacks
- Advanced Excel/data management skills
Preferred Qualifications- Bachelor's degree in a related field (e.g., Computer Science, Information Technology, Business).
- MBA in business (or equivalent)
- Experience working on customer support programs
- Strong operational background and a track record of making data-driven decisions
- Familiarity with emerging channel technologies, especially as they relate to customer service
- SQL proficiency
* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .